Claims FAQs

You can make a claim online or contact us – just make sure you have your policy documents handy.

Apia Online Services video tutorials explain how to get the most out of your account.

The time it takes to process your claim varies depending on the nature of the claim and information you provide us. Once we’ve received your claim, we’ll give you a claim number so you can track the progress of your claim, either online or by contacting us.

Your policy excess will be listed on your certificate of insurance, or, you can login online via Apia Online Services to find out.

If there’s a dispute over who’s at fault during the claims process, we’re here to investigate and work with all involved parties to come to a resolution.

Yes, someone else – like a family member – can lodge a claim for you, we just need written or verbal permission from the policy holder. This must be done in advance of you making a claim.

We’re sorry you’re thinking of cancelling your policy with us. Please contact us so we can go over your options with you.

We are entitled to investigate your claim, to make sure your claim is genuine and falls within the scope of the policy. You will be asked to prove that you have suffered loss covered by your policy. This includes establishing that the loss occurred in circumstances consistent with the other known and confirmed evidence, and that your version of events is credible. We base this on your responsibilities to provide relevant information to assess your claim under General Insurance Code of Practice.

When investigating a claim, you will typically be asked for:

• financial records including bank statements, credit card statements, loan statements, lines of credit and mortgage documents;
• information relating to the insured property, such as proof of registration and service records in a motor vehicle claim;
• telephone records; and
• criminal history or driving history where you were required to disclose this information when you purchased the policy